Group Manager - Transactional Quality - Healthcare/Voice Domain - Green Belt - BPO

Designation : Group Manager - Transactional Quality

No of Positions: 2

Location : Vizag

Role: IC Role

Shifts : UK Shifts

Industry : BPO/ KPO / Captive /Contact Centre Background

Green Belt certified is Mandatory .

Work Experience : over all 8-10 yrs work experience, 5-8 Yrs in transactional quality: Voice/ Backoffice.

Candidates with work experience in CSAT is mandatory. NPS/FCR work experience preferred .

SKILLS REQUIRED :

- Eye for Detail

- Analytical Skills

- People Skills

- Team Handling Skills

- Feedback Skills

- Quality Acumen

- Yellow / Green Belt Certification

- Flexible to work in night shifts

- Comfort with Six Sigma ( Green Belts / Black Belts )

BROAD JOB PROFILE / KRA :

- Establishing and implementing effective quality systems.

- Deployment of Quality Management systems.

- Mentoring of Quality projects.

- Meeting all Quality SLAs, Sampling numbers and timely feedback.

- Carrying out quality audits and ensuring compliance to Quality Standards

- Assist in identification of training needs of team members and providing inputs to personnel for arranging appropriate training programmes.

- Assessing performance of team members and counselling for improved performance.

- Manage. motivate and drive performance of Quality Teams

Illustrative Tasks :

- Discuss Process Improvement Initiatives with Client On Shore Contacts

- Create Sampling Plans / Quality Feedback Structures for Teams